Product Manager – Support Services

Overview

As Product Manager for Support Services, you own a global catalog of tiers, SLAs, entitlements, and commercial structures that span the Microsoft ecosystem. You partner with product, engineering, and operations teams to deliver a consistent, predictable support experience across Azure, Security, Workplace, Data & AI, CSP, Bundles, and Managed Services. You will define upgrade paths, runbooks, and escalation rules, while tracking KPIs to drive cost-to-serve reductions. This role offers broad cross-functional impact in a fast-growing, globally distributed team and a chance to shape how support scales with partnerships and automation. You will help the business differentiate through simple, slf

Responsibilities

• Own the Support Services catalog (tiers, response times, scope, SLAs)
• Align support with CSP plans, billing, and bundle strategies
• Define entitlements and escalation paths with Azure/Security/Workplace/Data & AI PMs
• Distinguish support from Managed Services and create smooth upgrade paths
• Maintain runbooks, eligibility rules, and escalation flows with Engineering & Ops
• Track and improve KPIs (FCR, CSAT/NPS, cost per ticket, SLA compliance)
• Drive standardisation, automation, and self-service to reduce cost-to-serve

Key requirements

• Strong background in Product Management, ideally in support or operations management, in IT Services
• Knowledge of ITIL fundamentals and Microsoft support models
• Comfort balancing operational and business priorities (SLAs, costs, contracts)
• A proactive, collaborative approach with global teams and stakeholders

• collaboration
• proactivity
• stakeholder management
• Product Management in IT services
• ITIL fundamentals
• Microsoft support models

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